Case Study: Shokz improves customer sentiment and response times with ICUC social media moderation

Shokz cuts customer response time by 50% with ICUC

Shokz, a retailer of bone conduction headphones, faced challenges in managing customer sentiment during peak sales periods and after relocating their headquarters. Their internal team was unable to handle the high volume of social media engagement and provide timely, brand-conscious responses. To address this, they turned to the vendor ICUC for its outsourced social media moderation and community management services.

ICUC implemented an "always on" moderation solution with a dedicated global team. This partnership provided Shokz with rapid response times, social listening expertise, and crucial support during key events like Black Friday and the COVID-19 pandemic. The results were significant: ICUC helped maintain positive or neutral customer sentiment every month in 2021, decreased average response time by 50%, and increased engagements by 10,000 year-over-year.

Shokz